Simera Professional Key (SPK)

Isaac Z

Costa Rica

Quality Analyst

$ 2,500/month

10+ yrs exp

I am writing to express my strong interest in joining your organization in a leadership or strategic operations capacity. As a certified Lean Six Sigma Green Belt and Scrum Foundation Professional with over 15 years of corporate operations expertise, I specialize in building high-performing teams, automating support pipelines, and turning chaotic digital workflows into scalable, revenue protecting engines within agile and high-growth environments. My professional trajectory is defined …

Skills

Account Management
Continuous Improvement Process
Customer Relationship Management
Customer Service
E-Commerce
Event Management
Inventory Management
Jira
Microsoft Access
Networking
Performance Management
Sales
Salesforce
SAP
Service-Oriented Architecture (SOA)
Technical Support
Vendor Management
3PL
Adobe Audition
Adobe Premiere
Adobe Suite
Artificial Intelligence/AI
Avaya
Business Operations Management
CapCut
Customer Success Management
Customer Support Management
Data Warehousing
E-learning
FBA Fulfillment
Final Cut
Final Cut Pro
Incident Management
ISAP
Key Account Management
OBS
Protools
Root Cause Analysis
SOAP
Sony Vegas Pro
Supply Chain Management
Tech Support
Upselling
Workforce Management
Zendesk
E-commerce SEO
Client Relationship Management
Customer Relationship Management (CRM)
Adobe Premiere Pro
Resource Allocation
Performance Optimization
Media Inventory Management
Investment Management
Account Manager
IT and Technical Support
Process Optimization
Document Management
Customer Service Specialist
Intraday Management
Ecommerce
Process Optmization
Customer Service Rep
Client Relationship Management,
• Stakeholder Relationship Management
Employee Relations and Engagement
Network
customs clearance
elearning
Customer Relationship Management (CRM) Tools
logistcs
Customer Service Chat
Customer services
Tracking
warehousing
Inventory & Stock Management
customer service,
Customer Service Agent
Customer Service & Relationship Management
Technical Support Manager
Continous Improvement;
artifical intelligence
Business Process Managment
Account And Customer Success Management
Supplier Management
Supplier Relationship Management
Relationship Managment
Pro tools
Country Management
GSuite
Artificial Intelligence
Customer Service Mindset
Continuous Process Improvement
Workflow Management
logistics
Work Order Management
Customer Service Support
B2B Account Management
Customer Service Operations
Customer Service Management
• Process optimization
Customer serve
Client Relationship Managements
Workforce Data Management
Work Force management
IT technical support
Technical Support (SaaS)
Strategy Operations
Events Management
Carrier Relationship Management
User Account Management
Follow ups
B2B Relationship Management
GSAP
Artificial Intelligence (IA)
IT Technical Support
Technical Project Management
Microsoft Ads
Customer Lifecycle Management
Process Optimisation
Customer Account Management
coustomer service
TCA
Salesforce CRM
SalesQL
Artificial Intelligence Tools
Continuous Improvement
Salesforce.com
Artificial Intelligence (AI)
Employee Records Management
Client Success Management

Isaac Z

Costa Rica

Quality Analyst

$ 2,500 /month

10+ yrs exp

Skills

Account Management
Continuous Improvement Process
Customer Relationship Management
Customer Service
E-Commerce
Event Management
Inventory Management
Jira
Microsoft Access
Networking
Performance Management
Sales
Salesforce
SAP
Service-Oriented Architecture (SOA)
Technical Support
Vendor Management
3PL
Adobe Audition
Adobe Premiere
Adobe Suite
Artificial Intelligence/AI
Avaya
Business Operations Management
CapCut
Customer Success Management
Customer Support Management
Data Warehousing
E-learning
FBA Fulfillment
Final Cut
Final Cut Pro
Incident Management
ISAP
Key Account Management
OBS
Protools
Root Cause Analysis
SOAP
Sony Vegas Pro
Supply Chain Management
Tech Support
Upselling
Workforce Management
Zendesk
E-commerce SEO
Client Relationship Management
Customer Relationship Management (CRM)
Adobe Premiere Pro
Resource Allocation
Performance Optimization
Media Inventory Management
Investment Management
Account Manager
IT and Technical Support
Process Optimization
Document Management
Customer Service Specialist
Intraday Management
Ecommerce
Process Optmization
Customer Service Rep
Client Relationship Management,
• Stakeholder Relationship Management
Employee Relations and Engagement
Network
customs clearance
elearning
Customer Relationship Management (CRM) Tools
logistcs
Customer Service Chat
Customer services
Tracking
warehousing
Inventory & Stock Management
customer service,
Customer Service Agent
Customer Service & Relationship Management
Technical Support Manager
Continous Improvement;
artifical intelligence
Business Process Managment
Account And Customer Success Management
Supplier Management
Supplier Relationship Management
Relationship Managment
Pro tools
Country Management
GSuite
Artificial Intelligence
Customer Service Mindset
Continuous Process Improvement
Workflow Management
logistics
Work Order Management
Customer Service Support
B2B Account Management
Customer Service Operations
Customer Service Management
• Process optimization
Customer serve
Client Relationship Managements
Workforce Data Management
Work Force management
IT technical support
Technical Support (SaaS)
Strategy Operations
Events Management
Carrier Relationship Management
User Account Management
Follow ups
B2B Relationship Management
GSAP
Artificial Intelligence (IA)
IT Technical Support
Technical Project Management
Microsoft Ads
Customer Lifecycle Management
Process Optimisation
Customer Account Management
coustomer service
TCA
Salesforce CRM
SalesQL
Artificial Intelligence Tools
Continuous Improvement
Salesforce.com
Artificial Intelligence (AI)
Employee Records Management
Client Success Management

Experience
Education

Quality Analyst

Qualfon Strides

January 2022 - February 2025

Performed quality analysis to ensure operational standards and efficiency.

Cognia International Certification Supervisor (Special Project – Contract)

Saint Gregory School

February 2021 - April 2021

Supervised a special project focused on Cognia International Certification processes.

WFM / Intra Day Analyst

CSS Corp

September 2018 - December 2019

Performed Workforce Management and intra-day analysis, managing resource allocation and scaling multi-channel support infrastructures.

Senior PL Support Specialist Microsoft Team Leader / SME / SaaS

Brillio Costa Rica

July 2017 - June 2018

Led the Microsoft PL Support team, served as a Subject Matter Expert for SaaS products. Spearheaded an operational turnaround, boosting team productivity from 25% to over 600% within one quarter with 0% attrition. Implemented Business Process Management (BPM) & Services Oriented Architecture (SOA), established a Learning & Development Department, and was responsible for video and audio production for Brillio CRC. Achieved #1 Global PL Support Service for four consecutive months.

Sales / Retention / Invoicing / Billing / Credit Cards Transactions / SME / Floor Support

The Results Companies

February 2017 - June 2017

Managed sales and customer retention, handled invoicing, billing, and credit card transactions, acted as a Subject Matter Expert, and provided floor support.

Supervisor / Back Up Trainer

Convergys Costa Rica

April 2010 - October 2013

Supervised teams, acted as a backup trainer, recognized as Best Performance Agent in February 2013, and completed various leadership trainings including HR topics, early warning systems, guiding teams through change, performance driver processes, and privacy and security awareness.

TV Production Department Supervisor

ITVN Costa Rica

June 2009 - February 2010

Supervised the television production department.

Customer Service & Collections Agent / Invoicing / Billing

Qualfon

January 2009 - May 2009

Provided customer service, handled collections, and processed invoicing and billing.

Technical Support / Sales Department Specialist / B2B / TAM / SaaS

G & S Tecnologia S.A

May 2001 - September 2001

Provided technical support, specialized in sales, managed B2B client interactions, served as a Technical Account Manager, and worked with SaaS products.

TV Production Department Supervisor / Marketing

TVM Channel 27

December 1998 - December 2000

Supervised the television production department and managed marketing activities.

Customer Service Supervisor / Sales Specialist / Marketing / Invoicing / Billing / B2B

Televentas Channel 27

January 1996 - December 1998

Supervised customer service and sales operations, managed marketing initiatives, and handled invoicing, billing, and B2B client relationships.

Smart Scores

Communication

Role Fit

Adaptability

Problem-solving

Smart Skills

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